How Personalities Work
When a visitor starts a conversation, the active personality’s system prompt is sent to the AI along with the visitor’s message. This prompt instructs the AI on tone, behavior, boundaries, and role. A snapshot of the personality is taken at conversation start, so changes you make mid-conversation don’t affect conversations already in progress.Template Library
ReplyBubble includes a set of built-in personality templates to get you started quickly. Templates are read-only — you cannot edit them directly. Instead, clone a template to create your own editable version. Templates cover common use cases:- Customer support agent
- Sales representative
- Booking assistant
- General-purpose assistant
Creating a Personality
- Go to Personalities in the sidebar
- Click Create Personality (or clone an existing one)
- Fill in the details:
- Name — A label for your reference (e.g., “Friendly Support Agent”)
- System Prompt — The instructions the AI follows. This is the most important field. See tips below.
- Icon — Choose from the icon library
- Avatar — Upload a custom image for the bot
Writing Effective System Prompts
The system prompt is where you define your bot’s behavior. A good prompt covers:- Role — “You are a customer support agent for [Company Name].”
- Tone — “Respond in a friendly, conversational tone.”
- Boundaries — “Only answer questions about our products and services. If asked about something else, politely redirect.”
- Knowledge scope — “Use the provided knowledge base content to answer questions. If you don’t have enough information, say so honestly.”
- Formatting — “Keep responses concise. Use bullet points for lists.”
Widget Text Overrides
Each personality can override the default widget text. This lets you change the chat experience based on which personality is active. Overridable fields:| Field | What it controls |
|---|---|
| Chat bubble button label | The text on the floating chat button |
| Initial greeting message | The first message visitors see when they open the chat |
| Placeholder text | The hint text in the message input field |
| Close button label | The text on the close/minimize button |
| Send button label | The text on the send button |
Form Inheritance
Personalities can override default form field values. When the active personality has form overrides configured, forms automatically use the personality’s values instead of the form’s defaults. This is useful when different personalities serve different purposes. For example, a sales personality might pre-fill the form’s “topic” field with “Sales Inquiry”, while a support personality sets it to “Support Request”. Form inheritance is managed through the personality editor. The dashboard shows which form fields are being overridden by the active personality.Managing Personalities
Setting the Active Personality
Only one personality is active per workspace at a time. Click the Set Active button on any personality to make it the current one. The change takes effect immediately for new conversations.Cloning
Click Clone on any personality (including templates) to create an editable copy. Cloning copies the system prompt, widget text overrides, and all settings.Deleting
Click Delete on any workspace-owned personality. Templates cannot be deleted. You cannot delete the currently active personality — switch to a different one first.Tips
- Start with a template and customize. Templates are designed as solid starting points. Clone one and adjust the system prompt to match your brand voice.
- Test your personality in the Preview page. After making changes, use the Preview page to have a test conversation and verify the bot behaves as expected.
- Keep system prompts focused. Long, complex prompts can confuse the AI. Aim for clear, specific instructions rather than trying to cover every possible scenario.
- Use widget text overrides to match the personality. A casual personality should have a casual greeting. A professional personality should have a more formal one.